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About Sephora

How do I qualify for free shipping?
Sephora.com offers FREE STANDARD 3 DAY SHIPPING on all U.S. merchandise orders $50 and over (excluding taxes). For shipments totaling less than $50, there is a delivery charge of $5.95 for Standard 3 Day shipping or $5.95 for UPS Ground. Our standard shipping option is Standard 3 Day shipping. Gift Cards and eGift Certificates do not apply. Select items considered hazardous materials are restricted and do not qualify for Free Standard 3 Day shipping and must be shipped ground.

I am having trouble with my shipping address.

Helpful tip: Go to USPS.com and click on Find Zip Codes. You can enter the first line of your street address, city, and state, and USPS will return the standard zip code and correct entry of your city, state, zip combination.

I forgot my password, how do I log in?
If you have forgotten your password, please click on "Forgot Your Password?" below Sign In.
You will be asked for your login email address to retrieve your password hint. Your hint will be emailed to you within one hour. Pleae note that if you did not provide a password hint upon registration, the email you receive will be blank. If you still do not remember your password, you can call 1-877-SEPHORA to reset your password.

My Account & Beauty Insider Accounts

What is the difference between My Account and a Beauty Insider Account?
To register for My Account, all you need to provide is your name, email address, and password. You can fill out the rest of your account information including shipping, billing, address and personal options at your leisure. Once registered, you can check out your order status, order history, and manage your account.

Beauty Insider is Sephora's loyalty program that lets you in on big-time beauty benefits. No purchase is necessary to join the program and begin discovering a bevy of awards.

Order Status

How can I find the status of my order?
You can find the status of a particular order and view your order history on the order status tracking page.

Credit Card Trouble

I am having trouble with my credit card information for my online order.
If you receive an error message related to credit card authorization failure, double check that the billing address on the credit card and matches your account billing address, try re-entering your CVN or security code, and be sure that the card is current and valid. After validating the information you've entered and an error message is received a second attempt, call 1-877-SEPHORA or contact your financial institution for further assistance.

Gift Card, eGift Card and eGift Certificate FAQs

How do I check my Gift Card, eGift Card or eGift Certificate balance?
There are three ways to check your balance::
1. Online: Sign into your Account and click on your name for your account on the upper left-hand side of the page. From the My Account page locate the Payments & Credit section and use the link to check your balance on the Gift Card. You can enter your Gift Card Number and Gift Card PIN to check balance.

2. By Phone: Call 1-888-860-7897.

3. If you are in a store, a Sephora representative can check the balance for you for Gift Card and eGift Cards only (if you have a print out or your mobile device). eGift Certificate balances are only available online.

Where do I enter the Gift Card or eGift Card number?
Enter the eGift Card number in the “Promotions and Gift card section on the Checkout page.

What is the difference between a Gift Card, an eGift Card, and an eGift Certificate?
Gift Cards are physical cards that are shipped to you or purchased in stores, online (for US only), or from our mobile app for merchandise orders online or in stores in the United States. Gift Cards have a 16-digit gift card code, and an 8-digit PIN number.

eGift Card purchases are through Cashstar, a third party gift card vendor we use for all eGift Card transactions on Sephora.com and from our mobile app. eGift Cards are virtual gift cards that are sent via email or through a mobile device that functions exactly the same as a physical Gift Card with a 16-digit gift card code, and an 8-digit PIN number. The gift recipient must have e-mail and web access in order to receive an eGift Card.

eGift Certificates are no longer available for sale. They have an 8-digit codes (no PIN ) and are valid for merchandise orders placed online only in the United States.

Where can I use my Gift Card, eGift Card or eGift Certificate?
You can use the Gift Card and eGift Card at Sephora stores, on Sephora.com, on our mobile app, or at Sephora inside JCPenney stores for merchandise sold in the United States. eGift Certificates can only be used on Sephora.com or on our mobile app for online merchandise only in the United States.

What is a Beauty Studio Gift Card?
A Beauty Studio Gift Card is just like a classic Sephora Gift Card, except it should be used towards your $50 merchandise purchase when you (or your gift recipient) receive a complimentary 45-minute Custom Makeover. The Beauty Studio Gift Card recipient must call the store or visit Sephora.com/services to book an appointment for a Custom Makeover. The Beauty Studio Gift Card must be redeemed for merchandise at the time of the service. If the Gift Card is not present, you will need to use another form of payment for the $50 minimum purchase. Like classic Sephora Gift Cards, Beauty Studio Gift Cards should be treated like cash: they cannot be replaced if lost or stolen. Beauty Studio Gift Cards have no expiration date, cannot be redeemed or exchanged for cash and are only available for merchandise purchases within the United States or Canada (in store only). Learn about our Beauty Studio Services here .

Where can I use my Beauty Studio Gift Card?
Our Beauty Studio Custom Makeovers are currently offered in US Stores. You should use your Beauty Studio Gift Card in a US Sephora store at the time of your appointment. You may use your Beauty Studio Gift Card on merchandise purchases on Sephora.com, on our mobile app, at Canada Sephora stores, or at Sephora inside JCPenney stores.

What is a Beauty Studio e-Gift Card?
Beauty Studio e-Gift Card purchases are through Cashstar, a third party gift card vendor we use for all eGift Card transactions on Sephora.com and from our mobile app. eGift Cards are virtual gift cards that are sent via email or through a mobile device that functions exactly the same as a physical Gift Card with a 16-digit gift card code, and an 8-digit PIN number. The gift recipient must have e-mail and web access in order to receive an eGift Card.

Where can I use my Beauty Studio e-Gift Card?
You can print your Beauty Studio e-Gift Card and use it at a US Sephora Store when you receive your complimentary 45-minute Custom Makeover. You can also use the Beauty Studio e-Gift Card on Sephora.com, on our mobile app, or at Sephora inside JCPenney stores for merchandise sold in the US – however, you may not receive a complimentary Custom Makeover at these locations.

I entered my gift card information. Why is it still asking for my credit card?
Your Gift Card, eGift Card, or eGift Certificate may not cover the full order total, which can include sales tax, shipping fees, or the difference of the order. Gift card funds will be removed first, and any remaining amount will be covered by your credit card. On the Confirmation Order page, be sure to review the payment information and total charge of your order to confirm all details are correct.

How are returns & credits handled?
If you would like to return an item that was purchased by a Sephora Gift Card, eGift Card or eGift Certificate, your refund will be credited to either an online store credit or another Gift Card. Any funds charged to a credit card will be automatically credited to the same card.

Can I add value to an existing Gift Card or eGift Card or eGift Certificate?
At this time, you can only add funds to an existing Gift Card only by going to a Sephora retail store location if it was purchased at a Sephora store, from Sephora.com or through our mobile app. You cannot add value to eGift Cards or an eGift Certificate.

How can I purchase multiple gift cards?
At this time there is a one gift card limit per order. To purchase multiple gift cards, please call our Customer Service at 1-877-SEPHORA (1-877-737-4672).

What if I have a white merchandise card?
White store merchandise cards cannot be used online at this time. They are only accepted in stores for merchandise purchases.

Do I have to activate my gift card?
You do not need to activate your Gift Card if the purchase date is after October 2003 and it was purchased from Sephora.com, through our mobile app or mobile website, or if the Gift Card was purchased in a Sephora retail store at any time. The only time you only need to activate your Gift Card is if it was purchased before October 2003. If you have questions or concerns about card activation for a Gift Card purchased before October 2003, please call 1.877.SEPHORA (1-877-737-4672).

Can I buy a Sephora Gift Card for Canadian stores?
Currently you can only buy Sephora Gift Cards that are valid in Canada from our Canadian stores. These Gift Cards are not valid for merchandise purchases on Sephora.com or on our mobile app at this time.

How can I add my Gift Card or eGift Card to Passbook? (eGift Certificates cannot be added to Passbook.)
First, Update your iPhone or iPod Touch with iOS6:

1. On your iPhone, Go to Settings > General > Software Update to upgrade to iOS 6.
2. Follow the instructions to upgrade to iOS 6

Once you have iOS 6, you can add any physical Sephora Gift Card or eGift Card with a 16-digit gift card number and 8-digit PIN to Passbook.

1. Get Sephora to Go App for iPhone http://www.sephora.com/iPhone or m.sephora.com, and select “eGift Card” from the home screen.
2. Select “Add Now.”
3. Enter the Card Number and PIN from your gift card.
4. Enter your valid email address.
5. Select “Add to Passbook” when your gift card is validated.
6. Select “Add” in the upper right corner to set up your eGift Card in Passbook when the Passbook preview of your gift card is displayed.
7. Exit the Sephora to Go app and open Passbook to view your Sephora Gift Card in Passbook

Now you can easily store your gift card information on your mobile device. As you use your gift card, the balance will be updated to reflect your current balance.

I have added my Gift Card to Passbook, and I have made a purchase, but I don't see the balance updating. How do I get my balance to update? Flip the Gift Card pass and drag down on the card to refresh your gift card balance.

Can multiple people save the same gift card to their Passbook?
Yes, the same gift card can be saved to Passbook on different phones. Note: Your gift cards have cash value and should be safeguarded as such.

I forgot my password, how do I log in?
If you have forgotten your password, please click on "Forgot Your Password?" below Sign In. You will be asked for your login email address to retrieve your password hint. Your hint will be emailed to you within one hour. Pleae note that if you did not provide a password hint upon registration, the email you receive will be blank. If you still do not remember your password, you can call 1-877-SEPHORA to reset your password.

Out of Stock Products

How do I know when an item will be restocked online or stocked in stores?
Some pages have an "email me" feature that lets us notify you when your product is back! If the product says "coming soon" or "temporarily out of stock," come visit us again.

Samples

I have a question about my samples.
With every merchandise order at Sephora.com you have the opportunity to select three samples free. You can view the samples available by visiting the samples section of the Sephora Offers page. After you have selected three samples, your samples will be automatically added to your basket. Samples are limited and change often. If your order is not completed during this visit, the samples will be removed from your basket and may no longer be available. Only one of each sample can be added per order. Substitutions will be made for out of stock samples.

Due to the limited nature of the free samples, we regret that we are unable to reship samples if they arrive damaged, if you received the wrong one, or if one is missing from your order. Samples are shipped with merchandise purchases ONLY. Please note that eGift Certificates and Gift Cards are not considered merchandise.